Have a question or need some help?
Our team is ready and waiting to help!
1. Do you want to chat with us live?
- If you’re not part of our I Quit Sugar: 8-Week Program but have any questions or concerns, our awesome Customer Service Associates (CSAs) are always online during our Community Operating Hours.*
- The CSAs can help with your questions about all things IQS related. They can also refer any technical site issues to our wonderful IT team.
- You can find our Live Chat feature on our 8-Week Program page and our online store.
2. Are you part of the 8-Week Program?
- Our 8-Week Program Forums are the best place for you to ask (and us to answer) all of your Program-related questions.
- They are the ideal place to seek advice and guidance from our panel of experts and ambassadors, and for Program members to share tips and tricks.
- We also check the Forums in our Community Operating Hours, and can help answer any questions you may have.*
3. Still need help with an answer?
- Email us at firstname.lastname@example.org and we’ll endeavour to get back to you within 1–2 business days.
4. What can IQS do for you?
- During Community Operating Hours*, we’ll endeavour to answer your queries on platforms including: Facebook, Instagram, Twitter, Live Chat and 8-Week Program Forums.
- During Business Hours**, we’ll also answer your questions on email enquiries, tech support and blog comments.
- We provide email assistance, in which we commit to respond to you within 1–2 business day of lodging a request to email@example.com.
- During our Community Operating Hours*, Live Chat assistance is available on our website and online store.
- During the 8-Week Program, in addition to the above services, we offer 24/7 access to our online Forums. Our team will be in the Forums during our Community Operating Hours* to touch base, answer questions, provide solutions for issues and revert any specific questions to our panel of experts to answer.
5. Shipping Terms and Conditions.
- Our return policy:
- You may return most new, unopened items within 30 days of delivery for a full refund.
- You should expect to receive your refund within four weeks of giving your package to the return sender. This time period includes the transit time it takes for us to receive your return (5–10 business days), the time it takes to process your request (3–5 business days) and the time it takes your bank to process our refund request (5–10 business days).
- We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
- If you need to return an item, simply log into your account on our store page, view the order using the “Complete Orders” link under the My Account menu and click the Return Item(s) button. We’ll notify you via email once we’ve received and processed the returned item.
- Our shipping policy:
- Depending on the product, we can ship to virtually any address in the world.
- But please note that there are some restriction on some products, and some products cannot be shipped to international destinations.
- When you place an order with us, our we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. (Depending on your shipping provider, shipping dates may appear on the shipping quotes page.)
- Please also note we have a flat rate shipping price of $12 AUD for domestic orders (within Australia).
This price is for each order, regardless of number of items purchased or location. Your shipping price will be displayed before final payment is made.
- A note to international customers:
- The cost of shipping is $18 AUD for international orders. This price is for each order, regardless of number of items purchased or location. Your shipping price will be displayed before final payment is made.
- Due to the shipping company we use to process international orders (AusPost), the trackable number the provide with your purchase may not always be able to be tracked once it leaves Australian shores.
- If this happens, please be patient and allow up to four weeks before contacting us to let us know if your parcel is still missing. Also, please check your local post office as they sometimes will be delivered there if you are not home.
- You can email us at firstname.lastname@example.org if you have any other questions or concerns. And please be sure to include your order number in the email as well.
* Community Operating Hours (Australian Eastern Standard Time)
- Monday to Saturday: 9am – 5pm
- Sunday: 12 noon – 6pm
** Business Hours (Australian Eastern Standard Time)
- Monday to Friday: 9am – 5:30pm
Are you ready to transform your life and quit sugar for good?
Join us on our next 8-Week Program, starting April 6!